General Manager – Hotel/Lodge

JOB DESCRIPTION

Position Title: General Manager - Hotel/Lodge

Location: Amboseli, Kenya

Reports To: Board of Directors / Managing Director /

Hotel Owner

Supervises: Operations Manager, Front Office Team,

Housekeeping, Food & Beverage Department, Maintenance Team, Finance &

Administration Staff, Security, Human Resources, Sales & Marketing

Personnel.

Job Purpose

The General Manager is responsible for the overall

leadership, strategic direction, operational excellence, financial performance,

guest satisfaction, and people management of the hotel. The role ensures that

the hotel delivers exceptional guest experiences while maintaining

profitability, operational efficiency, compliance, and alignment with the

organization's vision and standards.

Key Responsibilities

1. Strategic Leadership

·Develop and implement the hotel's strategic and

operational plans.

·Drive business growth and profitability.

·Identify opportunities for new revenue streams

and partnerships.

·Ensure the hotel remains competitive within the

hospitality and tourism market.

·Provide regular performance reports to the

Board/Owners.

2. Operational Management

·Oversee day-to-day hotel operations.

·Ensure smooth coordination between all

departments.

·Maintain high standards of guest service and

hospitality.

·Monitor service quality and implement continuous

improvement initiatives.

·Ensure efficient management of hotel assets and

facilities.

3. Financial Management

·Prepare and manage annual budgets.

·Monitor revenues, expenditures, and

profitability.

·Ensure effective cost control and resource

utilization.

·Review financial reports and take corrective

action where necessary.

·Drive occupancy, room yield, food and beverage

sales, and overall revenue growth.

4. Guest Experience and Customer Service

·Ensure exceptional guest satisfaction and

memorable experiences.

·Address guest complaints and service recovery

issues promptly.

·Monitor guest feedback from online platforms and

internal surveys.

·Implement initiatives that enhance customer

loyalty and repeat business.

5. Sales and Marketing

·Lead efforts to increase occupancy and market

share.

·Develop relationships with tour operators,

travel agents, corporate clients, NGOs, and government agencies.

·Support marketing campaigns and promotional

activities.

·Build the hotel's brand visibility within local

and international tourism markets.

6. Human Resource Management

·Recruit, develop, and retain high-performing

employees.

·Foster a positive organizational culture and

employee engagement.

·Conduct performance reviews and coaching

sessions.

·Ensure staff training and professional

development.

·Enforce company policies and disciplinary

procedures.

7. Quality Assurance and Compliance

·Ensure compliance with hospitality industry

regulations and standards.

·Maintain health, safety, environmental, and

security standards.

·Ensure compliance with labour laws and statutory

requirements.

·Oversee risk management and business continuity

measures.

8. Community and Stakeholder Relations

·Build strong relationships with local

communities and stakeholders.

·Promote sustainable tourism practices.

·Represent the hotel in industry forums and

tourism associations.

·Support corporate social responsibility

initiatives.

Key Performance Indicators (KPIs)

Financial

·Revenue growth

·Gross Operating Profit (GOP)

·Budget adherence

·Cost control targets

Occupancy rate

·Average Daily Rate (ADR)

·Revenue per Available Room (RevPAR)

Customer

·Guest satisfaction scores

·Online review ratings

·Guest retention rate

·Complaint resolution time

People

·Employee engagement score

·Staff turnover rate

·Training completion rates

·Performance management compliance

Operations

·Service quality standards achieved

·Health and safety compliance

Audit results

·Maintenance response times

Qualifications

Education

·Bachelor's Degree in Hospitality Management,

Hotel Management, Tourism Management, Business Administration, or related

field.

Experience

·Minimum 8-10 years' experience in hospitality

management.

·At least 5 years in a senior leadership role

within a hotel, lodge, resort, or hospitality establishment.

·Experience managing remote safari lodges or

tourism facilities is highly desirable.

Professional Qualifications

·Membership in relevant hospitality or tourism

professional bodies.

·Training in leadership, finance, customer

service, and hospitality operations will be an added advantage.

Competencies

·Leadership Competencies

·Strategic Thinking

·Business Acumen

·Decision Making

·Results Orientation

·Change Leadership

·Interpersonal Competencies

·Team Leadership

·Communication Skills

·Stakeholder Management

·Negotiation and Influence

·Conflict Resolution

·Personal Attributes

·High Integrity

·Customer-Centric Mindset

·Resilience and Adaptability

·Problem Solving Skills

·Attention to Detail

Working Conditions

·Based in Amboseli with occasional travel.

·May be required to work weekends, public

holidays, and extended hours depending on operational needs.

·Accommodation may be provided where applicable.

Success Profile

A successful General Manager will create an outstanding

guest experience, build a highly engaged team, maintain strong community

relationships, achieve sustainable profitability, and position the hotel as a

preferred destination within the Amboseli tourism market.